This article presents a comprehensive analysis of the online in-destination
booking service processes within the dynamic landscape of the travel industry.
Utilizing a case study approach, the research investigates the various stages involved in
providing travel-related services, focusing on the key players. The study employs a
quantitative method to assess the information quality, system quality, service quality,
customer satisfaction, and purchase intention of online in-destination booking. The
research highlights the investigation of the usability of online travel booking systems
and identifies the purchase intention of customers towards online travel booking
websites. To address the research objectives, the participants are selected using a nonprobability sampling method. The sample size of the study is 225 from in and around
Coimbatore. The sampling procedure used is convenience sampling. The sampling is
selected based on convenience and accessibility to the residents. The findings reveal
that there exists a significant difference in respondents’ opinions on quality criteria:
system quality and service quality. Additionally, the study finds that the loading time of
online travel booking websites is positively correlated with quality criteria and features
of travel apps. By examining a specific case within the travel sector, this study
contributes valuable insights that can inform strategic decision-making for businesses
operating in the online in-destination booking space. The results aim to guide industry
players in enhancing their operational efficiency, leveraging technology advancements,
and aligning their services with evolving customer expectations, ultimately fostering
sustainable growth in the competitive travel market.
Keywords: Customer satisfaction, Information quality, Key players, Purchase intention, Online in-destination booking service, System quality, Service quality, Travel industry
